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Anime House FAQ

FAQ: Online Orders

I have a question about my online order.

Of course - what do you want to know? Send an email through to or message us on Facebook.

Where do you ship to?

We ship worldwide. There is no place in the world we don’t ship to. Your shipping rate will pop up when you check out.

What payment options are available?

We accept Animehouse Gift Cards, MasterCard and Visa credit cards, but also LayBuy and Afterpay.

What I want isn't available on your website (not in stock)?

What is available online on our website is what is available at our online centre - if it is out of stock online then we don't have it unfortunately at this point in time. There is a button you can click to be notified via email of when that exact product is restocked and available to be purchased from our website.

I want to cancel my order.

Not a problem! As long as the order hasn’t already left our warehouse that shouldn’t be an issue. Just send an email through to or message us on Facebook / ring our office line in the "Contact Us" tab.

How long will it take for my order to ship to me?

Depending on availability, ALL orders are dispatched within 24 hours.

If you stay in Auckland your order generally arrives within 24-48 hours. For rural areas please allow an extra 2 business days for your item to be delivered.

Areas outside of Auckland will take between 1-3 days for your order to arrive. In some instances, please allow another 2 business days.

Courier Post picks up your order from our online centre after we finish packaging it - from then on your order is under the responsibility of NZ Courier Post.


I want to change my order details (name / number / address)!

Best to get this information to us before we ship out your order - Send an email through to or message us on Facebook / ring our office line in the "Contact Us" tab.

How do I track my order?

Once your order has been picked up from our online fulfillment centre in Manukau, Auckland you will receive an email with tracking details. Any questions please ring us or email at

My question isn't listed.

Let us know any burning questions through to! We want to help as much as we can.



FAQ: Click & Collect

What is Click & Collect & How does it work?

Click & Collect is a FREE store pick up service option. You can place an order online for an eligible product, and choose "Pick Up" as the delivery option when you checkout. Pick up is available only via our online fulfillment center (13K Ryan Place, Manukau).

How long will it take until I can pick up my order and how will I know it is ready?

Depending on stock availability, generally orders placed before 6pm are ready for pick up the following day by 11am - however, on Sundays our centre is closed so any orders placed on a Saturday will be ready by Monday morning.

You will be notified via email once your order is ready to be picked up.

Do I need to bring anything with me when I come to pick-up my order?

Once you have placed an order with us you will have received an email confirming your order, and another one notifying you that your order is ready to be picked up from our online centre. On each email will be an order number specific to your order, have your order number and the name associated with your order ready so we can give you the right order. Whoever has your order number and order name can claim your order so keep it a secret as we are not responsible for any ill claims.


Do you offer Click & Collect in store?

Unfortunately not at this point in time. Our physical stores do not handle anything regarding online orders, any questions please email us at or call our office line: See "Contact Us" tab.


FAQ: General

I want to work at one of your stores!

Our diverse team enjoys working here and lots of people want to! It can be both a full on yet fun job, the best way to apply for a job is to send your CV through to and/or drop off your CV/resume to one of our retail store locations.


Are your Swords / Butterfly Knives Sharp?

Our swords are cosplay/display swords only - made of carbon steel yet they are blunt and not sharp at all. They are built to only be seen and cannot / should not be used as a real sword. Lots of people like to get their swords engraved. Our butterfly knives are also not sharp and are basically the latest fidget spinner. Swords and butterfly knives are not to be swung around and should be boxed or the least covered when in public. Must be 18+ (ID will be asked) to purchase these in stores.


How can I check if you have a certain product at one of your stores?

Best way to find out is to call the store! Store numbers can be viewed via the "Contact Us" tab.

What is available online is our stock for online orders and may not be available in store, some items are only available in store also (keeping things fun and interesting!).


How do your gift Cards work?

In Store vs Online:If you have a physical gift card this can be used either online or in store at any of our retail store locations. A virtual (email or gift card code) can be used for both online and in-store also.

Expiry: Our Gift Cards do not expire.
Balance Enquiry: Please get in contact with us if you wish to know how much is left on your gift card.

Do you sell "Fake" Merchandise?

We are top 5 of NZ's anime industry supporters - we do not sell fake merchandise. Due to official merch being mainly limited to figurines, we just like a plethora of merch sellers at armageddon, are selling other merch such as swords and clothes to cater to a wider audience and make things more inclusive for a variety of people. Not everyone likes to collect or can afford figures. You won't find a Goku figure at our store labelled "Gokamon" - that's just wrong and we'll leave that for your local dollar stores.

Just like anime brings life to new worlds, we are happy to be a place that welcomes anyone and everyone, and will continue doing so for as long as we can.

Can I return an item - Refunds?

According to our policy, you cannot get a refund unless the item is faulty before being sold. Talk to our staff over the counter if you would like to return something, refunds aren't given out but depending on the situation/the item/s you bought are in perfect condition as sold we may be able to allow a product swap of equal value.